ComplaintsforThe San Luis Resort

• Initial Complaint

  01/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and myself spent New Years Eve at the resort and we absolutely disgusted that the **** ** ***** smelled like weed the entire night. I am really surprised that a resort of this caliber would allow this. Everyone could smell it and many were upset and making comments as we got off the elevator. I was considering this resort for a vow renewal and for business and would be appalled of this happened while I was renewing my vows. Tried outside and it was just as bad near the pool. Every few minutes it would come downwind and snake us in the face. I brought it up to several staff members and they acted like this is normal and kind of shrugged it off. If you can’t smoke a cigarette in your room without penalty why was this overlooked and allowed and why weren’t the guest who were smoking put out. Security told me it’s like finding a needle in a haystack. Really?? Cause weed has a distinct smell and the closer you get to the smell you can tell exactly where it’s coming from. This was supposed to be a little get away for two disabled vets and this is the place I wanted to get away from. I could’ve stayed home.

  Business response

  01/04/2023

  Thank you for forwarding Ms. ********* comments to our attention.  The San Luis Resort Director, Samantha ******** left a phone message with Ms. *******, and emailed the below update to Ms. *******.  

   

  From: HD Samantha ******* ***************************
  Sent: Wednesday, January 4, 2023 11:10 AM
  To: ********************* ***********************
  Subject: The San Luis Resort Contact Us * **** ******r
  
  Good morning Mrs. *******,
  
  I appreciate the time you have taken to let us know about your experience on your recent stay, and I apologize for the unpleasant experience you encountered. 
  
  I completely understand your frustrations when expectations are not met, especially after speaking with a member of management. I will be investigating this further with our security and Cove team. 
  
  As a token of appreciation for staying with us and providing your feedback, I am going to bring your rate down by 20%, and process a refund of $103 to the ********** on file.
  
  I do hope this experience does not deter you from visiting our property again in the future. If you would like to reach out to me the next time you plan on visiting Galveston, I can provide another 20% discount on our room rates for a future stay anytime in 2023. 
  
  Please give me a call or return email if you have any questions or concerns. 
  
  Kind regards, 
  
  Samantha *******
  Director of Front Office
  The San Luis Resort, Spa & Conference Center
  (409) 744-1500 ext: 2204
  sanluisresort.com

   

  Customer response

  01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Unsatisfied with what this resort offered. Also, I can’t identify a charge on my card from this resort.

  below is the email I sent them.

   

  Hello Ms. *******. I appreciate your response. 
  I would like you to also look into a charge on my credit card for dining that I didn’t make. I was wondering if I was getting charged $79.54 for breakfast because I was in **** ** and breakfast in bed came with the room. 
  I hesitated in responding for awhile because I didn’t want to lead with an emotional response. 
  The amount you are offering to me a disabled veteran is not acceptable. My husband and myself moved from the Fort Hood area to regroup and heal. My husband had 2 tours in Iraq. We rarely go anywhere because we are both disabled vets and honestly we were trying to get away from what we encountered at your resort. The weed smell was that bad that we had a hard time enjoying ourselves. I just cannot understand how this was acceptable to all those that I spoke to and they weren’t the least bit concerned about it. See, attitude is everything. I was blown off several times. When I can’t enjoy myself at something I’m paying for and it’s actually something that’s illegal in the first place, I’m not just going to accept anything and go away. The fact that your hotel tolerates weed smoking is beyond comprehension for me. And I would never book a room for it to happen again. I would like a full refund of the **** ** room. And I’m not even going to go there about the debacle checking out. We are supposed to have priority check in and check out. That did not happen. And when my husband went down to address it, he was blown off. And it took 3 attempts to get a cart and to get out car. I’m not just upset. I’m appalled. And the fact the at the resort staff thinks this is acceptable is beyond me. 
  As a Veterans we due hold people to their promises and their word, just like we did serving and protecting this nation. 
  Sincerely,
  **** *******

  
  

  Business response

  01/18/2023

  Good afternoon.  Ms. ******* reached out to the San Luis, Ms. Samantha ******** on January 5th with her additional concerns mentioned in this second BBB complaint.  On January 7th, Ms. ******* was able to answer the guest's questions and identify the charge that Ms. ******* was questioning.  On January 7th, Ms. ******* sent an email as follows:

   

  From: Chef ******* ***********************
  Sent: Saturday, January 7, 2023 10:11 AM
  To: HD Samantha ******* ***************************
  Subject: Re: [EXTERNAL] Re: The San Luis Resort Contact Us - **** *******
   Ok, I got it. I remember now. The server was so professional and sweet. We gave him a $20 tip. Forgive me, I forgot 

   

  In response to Ms. ********* email, Ms. ******* responded with the following closing email:

   

  From: HD Samantha ******* ***************************
  Sent: Saturday, January 7, 2023 10:31 AM
  To: Chef ******* ***********************
  Subject: Re: [EXTERNAL] Re: The San Luis Resort Contact Us - **** ******* 
  Wonderful! I'm glad we could get it resolved.  Thank you for your patience in taking care of this Mrs. ******** All of your feedback is greatly appreciated in helping us better our staff and resort. I do hope you choose to give us another chance in the future, but I understand your hesitation. I will be available should you have any questions or concerns.

   

  We have not heard back from the guest since this resolution.  Therefore, we believe the matter has been closed.  

  Thank you

  Customer response

  01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩